Frequently Asked Questions
Last updated: August 28, 2026
1. How can I confirm that Metalscustom received my order?
After a successful payment, an order confirmation will be sent to the email address provided at checkout.
The confirmation means that we have received your order. We may contact you if the payment, product availability, personalization information, or other order details require further review.
If you cannot find the confirmation, please check your spam or junk folder. If it is still missing, email support@metalscustom.com and provide the name and email address used for the order. Please contact us before attempting another payment or placing a duplicate order.
2. Can I change or cancel my order?
If you need to cancel an order or change the product details, personalization, or shipping address, please email support@metalscustom.com within 2 hours of placing the order. Include your order number and the exact change requested.
We will do our best to accommodate the request before production begins. Submitting a request within 2 hours does not guarantee that it can be approved if production has already started.
If a cancellation is approved before production begins, you will receive a full refund and no cancellation fee will apply. The refund will be issued to the original payment method within 10 business days after approval. Your bank or payment provider may require additional time to post it to your account.
Once production has begun, the order can no longer be cancelled or changed.
For complete conditions, please review our Refund Policy.
3. How will my personalized design be prepared?
We will use the product options and personalization information submitted with your order.
Unless otherwise stated on the applicable product page, we generally use the font and overall layout shown in the product images. Text size, spacing, and placement may be adjusted to fit the design and the number of characters provided.
Please check the design, size, color, lighting option, spelling, and all other personalization information carefully before placing your order. Customers are responsible for the information submitted with the order.
If you need a font, layout, design change, or other option that is not shown on the product page, please contact us before ordering so that we can confirm whether the request can be accommodated. A special request is not accepted unless it has been confirmed by Metalscustom before production begins.
Requests submitted after an order is placed are subject to the change limitations explained above.
4. Where are Metalscustom products made, and how long does production take?
Metalscustom products are made to order and are produced and dispatched from China.
Production and handling normally take 3–5 business days after payment and all required order and personalization details have been confirmed. Production time is separate from shipping transit time.
Business days are Monday through Friday and exclude weekends and public holidays.
5. How long will delivery take?
Estimated total delivery times, including production and shipping, are:
These timeframes are estimates and are not guaranteed delivery dates.
Delivery may be affected by severe weather, public holidays, customs processing, carrier service interruptions, incorrect or incomplete delivery information, or other events outside our reasonable control.
For complete details, please review our Shipping Policy.
6. How much does standard shipping cost?
For the United States and other supported destinations available at checkout, standard shipping rates are:
The available destination, transaction currency, and final shipping charge will be displayed at checkout before payment is submitted.
Orders delivered outside China may be subject to customs duties, import taxes, tariffs, brokerage charges, or other fees. Unless these charges are specifically shown as included at checkout, they are the recipient’s responsibility.
7. How can I track my order?
After your order has been dispatched, a shipping confirmation email containing the available tracking information will be sent to the email address provided at checkout.
Tracking information may not become active immediately after the shipping confirmation is issued.
You can also check your shipment through our Track Your Order page.
8. Can I change my shipping address?
Please email support@metalscustom.com within 2 hours of placing your order and provide your order number and complete corrected address.
We will try to make the requested change, but we cannot guarantee that an address can be updated after production or shipping preparation has begun.
Customers are responsible for providing a complete and accurate delivery address.
If an order is returned or cannot be delivered because the address provided at checkout was incorrect or incomplete, the customer may be responsible for the applicable reshipping cost.
An order delivered to the address entered at checkout is not eligible for a free replacement or refund solely because that address was entered incorrectly.
9. What should I do if my package is delayed or lost?
If your order has not arrived by the end of the estimated delivery period, please email support@metalscustom.com with your order number.
We will review the tracking information and contact the shipping carrier when appropriate.
If the carrier confirms that the shipment was lost in transit, we will offer a replacement or refund at no additional charge in accordance with our Refund Policy.
If tracking shows that the package was delivered but you cannot locate it, please check the delivery location, household members, neighbors, and local carrier before contacting us. We will assist with the available carrier investigation.
10. What should I do if my item is damaged, defective, incorrect, incomplete, or does not match my confirmed order details?
Please email support@metalscustom.com within 14 calendar days of delivery and provide:
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Your order number
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A description of the problem
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Clear photographs of the product
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Photographs of the packaging and shipping label when relevant
If photographs are required, please send them by email because the Contact page does not support file attachments.
Please keep the product and its original packaging until we have reviewed your claim.
After reviewing the information provided, we will offer an appropriate solution for an eligible claim, which may include a replacement or refund. Where both options are available, you may choose your preferred solution.
Do not return any product unless we have provided return authorization and instructions.
11. Can custom-made or personalized products be returned?
Custom-made and personalized products cannot be returned or refunded because of:
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A change of mind
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An incorrect size, color, or design selected by the customer
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Spelling or personalization errors submitted by the customer
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The product no longer being wanted after production has begun
These limitations do not apply if the product arrives damaged, defective, incorrect, incomplete, or does not match the confirmed order details. An eligible problem may be resolved with a replacement or refund.
If a physical return is required, we will provide:
The authorized product must be returned within 14 calendar days after the return instructions are received.
Do not send products to the business contact address displayed on our website. That address is not an authorized return address.
No restocking fee will be charged for an approved return involving a damaged, defective, incorrect, or incomplete product.
Once a refund is approved, it will be issued to the original payment method within 10 business days. If a return is required, this period begins after the authorized return has been received and inspected. The bank or payment provider may require additional time to post the refund.
Approved refunds for eligible product problems include the amount paid for the affected item and any applicable standard shipping charge.
Nothing in this FAQ limits any mandatory consumer rights or remedies available under applicable law.
For complete eligibility requirements and procedures, please review our Refund Policy.
12. What payment methods do you accept?
Metalscustom currently accepts major credit and debit cards, PayPal, and Google Pay where available.
Only the payment methods displayed during checkout are available for your order.
Before submitting payment, please review the currency and total amount displayed at checkout, including shipping charges, discounts, and any applicable taxes.
Your bank or payment provider may charge currency-conversion or international-transaction fees. These fees are determined by the provider and are not charged by Metalscustom.
If a payment is declined, verify your billing and payment information, contact your bank or card issuer, or try another payment method displayed at checkout.
For your security, do not send your complete card number or card security code by email or through the contact form.
For more information, please review our Payment Policy.
13. How can I contact Metalscustom?
For product, personalization, order, payment, shipping, return, or refund questions, please contact us through:
Email: support@metalscustom.com
Contact page: https://metalscustom.com/pages/contact
When contacting us about an existing order, please include your order number.
If you need to provide photographs, please send them directly by email.
